Canadian Electrical Industry News Week

 

June 4, 2018

Jeff MowattBy Jeff Mowatt

Working with organizations for over 25 years to transform customer service culture, I’ve discovered that some employees — who would describe themselves as solid performers — actually have a habit of delivering more excuses than results. Unfortunately, your customers don’t buy excuses — literally. The more your team members rationalize poor service, the more they’ll cost your organization in trust equity. See if your employees use any of these six common customer service excuses. We’ll start with the worst offenders:

1. “It’s against policy”

Customer service policies must make obvious sense to customers. If not, overly restrictive and outdated rules practically invite customers to argue with employees or rant about your brand in social media. Set your policies around what’s best for your brand and best for customer loyalty. Don’t let lawyers establish your customer service policies. If you must have an unpopular policy, ensure that your employees understand it, can get behind it, and can easily explain it to customers. More importantly, train and empower frontline employees to overrule policies when common sense dictates.

2. “Our shipping people messed up”

Customers have zero patience for service providers who blame foul-ups on someone else, be it on co-workers in another department, or external suppliers/contractors who are part of your supply chain. Blaming others makes customers assume that they’ll get the proverbial run-around and intensifies their aggravation, making a bad situation worse. So take the opposite approach — accept responsibility. Say, “Looks like we messed-up. I’m sorry about that.” Most customers realize it wasn’t actually you who made the error, and they’ll respect the fact that you are nonetheless stepping up to own it.

3. “We’re swamped this time of year”

This excuse is similar to the recorded on-hold phone message you hear from call centres: “Due to high call volumes…” Essentially this excuse tells customers that the organization has experienced this problem repeatedly, but (since they don’t really care that much about customer experience) hasn’t bothered to do anything to fix it. That’s better left unsaid. Best to simply thank the customer for their patience, and get on with what you can do for them.

4. “I’m not authorized to do that”

In my customer service seminars we talk about employee status, and how it’s a mistake to put a customer at a higher or lower status than the service provider. Instead, you want employees to be viewed by customers as their trusted advisors. So when you need to ask higher-ups for input, explain to the customer that you want to look into this further to see what you can come up with. Then discreetly discuss the matter with your supervisor. When afterwards you report back to the customer, tell them, “Here’s what I came up with.” That makes customers feel like they’re dealing with an equal, not wasting their time.

5. “I assumed you wanted…”

Customers want service providers to help them make decisions. And in the case where customers view you as their trusted advisor, they even want you to make decisions on their behalf. But that only works when the service provider has discussed the customer’s needs and overall objectives. We earn the right to make assumptions after talking with the customer and gaining their respect. Paraphrase your understanding of their needs with words like “sounds like”. For example, “Sounds like you’d like to…” After you’ve done that, customers will be much more comfortable and confident with your assumptions.

6. “Sorry, I’m new here”

Actually, in this case customers will accept this excuse, which is why I put it last. Customers can be wonderfully compassionate when a newbie, who realizes something is taking longer than it should, apologizes for the delay and explains the situation. Tip: rather than saying bear with me (which sounds like an order), instead say I appreciate your patience. For example, “Sorry for the delay, this is my first week here. I appreciate your patience with me.” Now the customer feels like a hero for being nice.

Bottom line: in every organization things will occasionally go wrong that put customer relationships at risk. The key to preserving the customer connection is ensuring frontline employees are trained to recover trust. As for managers, revisit your policies to ensure they don’t force employees to automatically say no to customers when instead they should be looking for ways to say yes. After all, if you don’t satisfy that customer, your competitor will. Then you’ll have in bigger problems where excuses won’t matter.

This article is based on the bestselling book, Influence with Ease by Hall of Fame motivational speaker, Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com.

* The 2018 Customer Service Leadership Summit takes place November 15, in Edmonton. Find out more: www.customerserviceleadershipsummit.com

 

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Electrician Forum Brought to you by Schneider Electric

As industry experts you know the products you use everyday better than anyone and should have input on what information you receive about products and what could improve them.

Therefore, we want your insight on the biggest challenges or issues you face when installing loadcentres, breakers (CAFI, GFI's…) and other surge protection devices. We ask that you do not provide product specific details but rather your general issues and concerns or any questions that have come to mind while working with these product types. Provide us with your valued expert insight into the issues you have faced so manufacturers can better inform you about the installation and use of these products. Lets generate some discussion that will help guide the Industry.

Make your comments  HERE

 

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Cloud

There has been a lot of talk about cloud computing and Software-as-a-Service (SaaS) models these days but both are relatively new to the lighting industry. Let’s take a look at what they are as well as their roles in commercial lighting.

What is cloud computing?

Cloud computing is the on-demand delivery of compute power, database storage, and applications via the Internet with pay-as-you-go or subscription-based pricing. Cloud computing means that instead of all the computer hardware, software, and data that you are using sitting somewhere inside your company’s network, it’s provided and managed for you as a service by another company and you access it over the Internet. 

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